OMOTENASHI – The Art and Science of Hospitality (Copy 1)

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About Course

Omotenashi, the Japanese concept of hospitality, is often referred to as a cultural phenomenon that dates back centuries. While it is true that the concept has its roots in Japanese history, Omotenashi is far from being a bygone era or an idealistic concept. It is a living hospitality and service culture that is still very much prevalent in Japan today. More than that, Omotenashi is a contemporary and relevant concept that can be applied across multiple commercial sectors and can delight even the most demanding guests and customers in the world.

In this unique eLearning course, we will explore the attitudes and behaviors that make Omotenashi such an effective philosophy. We will also examine how these attitudes and behaviors can be adapted to meet the western social and cultural context. By the end of this course, learners will have a deep understanding of the Omotenashi philosophy and how to apply it in their personal and professional lives.

WHAT’S COVERED

  • The course introduces Japan, its history and high-context culture.
  • It explains “Omotenashi“. From ethos to guest experience.
  • Comparing this service psychology with western hospitality.
  • Teaching a range of new hospitality skills you can adopt.
     

What Will You Learn?

  • Learn how Japanese deliver "hospitality and service" and the "why" behind their extraordinary hospitality culture.
  • Then see how and why these techniques work so well and how to adapt them to a western setting.
  • Build the mindset into your setting, being intelligently empathic also highly effective.
  • Learn the secrets behind behind effective anticipatory service, with high-context communication skills.

Course Content

WELCOME (Copy 1)
Welcome to this unique elearning course. This course is aimed at 5 star hospitality professionals who don't need so much to be taught the "how to" of advanced hospitality, but rather the "how and why it works" and "how to take care of yourself" while working in one of the most stressful industries there is.

  • VIDEO INTRODUCTION (Copy 1)
    00:00
  • USER GUIDE (Copy 1)
    00:00

INTRODUCTION (Copy 1)
The order of the Modules in this course is designed to follow a "narrative". taking you from an introduction to the country and culture that lies behind Omotenashi, then explaining what it actually is, then to how it gets applied across all hospitality contexts. Then we take a look at the skills and behaviours that form the baseline of competence and finally learning about how it gets applied and how you can better take care of yourself in these challenging settings.

WELCOME TO JAPAN (Copy 1)
Let's start with a general introduction to the history and geography of the Japan, the country behind the omotenashi culture. With a special focus, therefore on its remarkable and enduring hospitality traditions. We'll uncover how the recent Samurai Era in Japan, which only ended relatively recently, contributed to the evolution of this hospitality culture. A culture that is renowned worldwide for its warmth, attentiveness, and genuine care for others.

OMOTENASHI PHILOSOPHY (Copy 1)
Omotenashi is a word that can be used to describe a wide range of delightful customer or guest experiences. But at its heart is is a very simple philosophy of service. And of life. In this module we'll learn about this philosophy, what it really means and why it is such a powerful and liberating way to practice your hospitality.

THE OMOTENASHI GUEST EXPERIENCE (Copy 1)
While Omotenashi is a personal philosophy and a mindset, the experience of being in a five-star setting where it is part of the hospitality culture comes from all three dimensions. Physical, emotional and mental. In this module we examine these dimensions and how they express themselves in practice to deliver a great guest experience.

OMOTENASHI HOSPITALITY SKILLS (Copy 1)
Omotenashi is a wonderful philosophy which can be applied across the multiple dimensions of delivering a great guest experience. But unless this philosophy is practiced it can amount enough. In this module we look at some of the particularly Japanese approaches to a range of guest service techniques and behaviors that, by themselves, can deliver a more consistently extraordinary guest experience.

HOSPITALITY PERSONAS (Copy 1)
The Japanese have a very different idea about their "personas" than the way we in the west approach the subject. In this module we learn about that and how their approach might make delivering extraordinary service moments more effortless.

AN OMOTENASHI PROVERB AND TWO IDIOMS (Copy 1)
Japanese is a rich, layered language full of thought-provoking proverbs and colorful idioms. In this module will take a look at the one proverb that captures the essence of the meaning of omotanashi and two idioms that are both also closely related to the whole world of five star hospitality and customer service in Japan.

THE PRACTICE OF MINDFULNESS IN HOSPITALITY (Copy 1)
The word mindfulness has come to mean quite a wide range of concepts, psychological practices and techniques that have the objective of delivering a more stress-free experience in our lives. It has its roots both in Eastern philosophies and more recently in western psychological practices. In this module we examine those aspects that can best be learned about and practice with these goals in mind.

DELIGHTING THE FORGOTTEN 20% (Copy 1)
There is a group of people who are often overlooked who you will find in a cross section of all ethnicities, genders, levels of education wealth and life paths. Let's find out who they are, why they are overlooked and how we can better delight them when they are guests in our hospitality venues.

AN OMOTENASHI EXPERIENCE FOR YOUR JAPANESE GUESTS (Copy 1)
Japanese guests are going to have high expectations of customer service standards in any 5* context. Even overseas. But they are not traveling overseas with expectations of the exact same "flavour" of service as they experience in Japan. Nevertheless, here are some of the techniques that can best combine the best of both hospitaliy cultures.

IKIGAI AND A CAREER IN HOSPITALITY (Copy 1)
The world of hospitality can be one of the most emotionally demanding careers you can enter. It has its highs and it has its lows and it's very important to audit and calibrate your expectations in whatever hospitality industry role you find yourself. IKIGAI is an interesting Japanese tool to help in that process in a way that will give you clarity of purpose and an objective look at where you are and where you're going on your career path.

🙇 CONCLUSION AND THANKS (Copy 1)
Some final thoughts about the challenges facing anybody in a professional hospitality role these days and my hopes about what you have learned about in this course.

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